Customer Service Manager

Contenu de l'offre Customer Service Manager chez GTT Communications

Team Description & Purpose of Role:

It is a team that works closely with Sales to jointly develop and support viable Plans for leading service management and in life support of GTT Enterprise customers.

This individual is responsible for ensuring all operational aspects of existing and new services are working to the customer’s highest expectations.

They will work extremely closely with the Account Managers, the Project/Program Managers and the Technical Solutions Teams to identify and implement new projects and solutions for the customer.

Job Responsibilities:

The Primary responsibility of the Service Manager ICT solutions is to bring a holistic ITIL based Service Management structure to one of Interoutes’ most important customers. This structure includes responsibility for but is not limited to the following functions.

• Being part of the Customer Service Management Team and inherit responsibility for premier & gold customers within the CSM area

• Being the main internal contact representing the customer interests and helping GTT understand what the customer has and more importantly what they use it for in the context of their business

• Working hand in hand with Sales, looking to provide operational satisfaction to the customer at acceptable margin while Sales manage the general commercial customer relation with a view to revenue growth

• Supporting the implementation of standards for how customers are brought on board and how they are supported in life and providing the relevant internal and external stakeholders with clear and unambiguous expectations

• Reporting on service levels, customer satisfaction and recommending changes through a process of continual improvement

• Acting as the primary interface to customers for addressing high level concerns on operational performance and for interpreting their change requirements into standard orders or where unavoidable creating customer specific environments to satisfy such requirement

• Conducting regular Service reviews with customers to ensure customer satisfaction is being achieved

• The Service Manager needs to be able to understand business processes of our customers and transform them into services based on GTT's infrastructure and service catalogue

• Discuss and understand the needs of our customers in regard of service levels and support our business consultants to develop realistic service level agreements that are based on the operational level agreements of GTT.

• Ensuring that the services we deliver meet the agreed service levels and that we have the necessary IT service management processes OLA’s and contracts with 3rd parties (UC) in place

• Responsible for handling customer expectations, change requests which cannot be submitted as standard change orders and for re-engaging internal resources as required to handle major solution change.

• Work with other service managers to create and continuously advance processes

• Regular attendance at customer locations

Experience Required:

• 5 or more years’ experience in an ICT environment

• Degree or a minimum of 5 years industry experience

• Previous Customer Service Management experience in a customer facing environment

• An ITIL professional

• A fluent French and English speaker

• C level engagement

• Prince 2 (desirable)

Person Specification:

• A committed team player

• Self-reliant

• Persuasive, influential and an effective communicator

• Demonstrable leadership skills

• An experienced individual able to communicate at all levels

• Excellent time management and prioritisation skills

• An ability to recognize potentially serious issues quickly and drive to resolution

• Ability to understand and assess complex technical solutions as well as interacting with customers at a senior level

• Customer Service management, customer interaction, process development and personnel leadership